Our Complaints Policy

PlanCare is committed to ensuring that any person using our services has a right to lodge a complaint and to have their concerns addressed in ways that have access to fairness, equity, transparency and accountability.

Our complaints procedure:

  • Ensures complaints are fairly assessed and responded to promptly
  • Is simple and easy to use
  • Complies with legislative requirements
  • Is procedurally fair
  • Is available to all members

If you make a complaint, you can expect we will:

  • Ensure the privacy and confidentiality of the complainant
  • Treat you with respect and value your complaint and feedback
  • Explain the complaint process to you
  • Carry out the complaint handling process in a fair and transparent way
  • Provide reasons for any decisions that are made about your complaint

You can be assured that the complainant will not be adversely affected as a result of making a complaint or a complaint that has been made on their behalf.

You can also choose to make a complaint anonymously, but if you provide your details we can keep you informed with how your complaint has progressed.

If you are unhappy with your services that have been provided by PlanCare, please reach out to us so we can work with you to resolve any issues.

We are here to listen to you and respond.

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